Interactions not showing in customer journey analytics

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Posted on by jaa

Hi there!

The last five emails we sent out, do not show any analytics in the Interactions tab when you open the analytics in the Customer Journey or in the Mailing. The data also doesn't show up when exported to Excel. The delivery data is shown, but all the interaction data is missing. Does anyone know what the problem is? And how can we get this data to show up?

Thanks in advance!

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Dengliang Li Microsoft Employee on at

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Hi,

Do you mean that 33 emails should be sent, but the email interaction only shows 28 emails sent?

If so, according to the Microsoft document.

Email Sent
A sent message is one that Customer Insights - Journeys attempted to deliver to a contact during a customer journey, after removing duplicate, stopped, and blocked contacts. Some of these messages may still fail to get delivered due to soft or hard bounces.
Sent = SegmentContacts – DuplicateContacts – BlockedContacts – StoppedContacts

Please check this.

Best Regards,
Dengliang Li

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jaa 76 on at

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jaa 76 on at

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Hi Dengliang Li

No, that's not it. I want to see which recipients opened and clicked on the mail. Usually in the Interaction section (see Screenshot), the column "Recipient email" shows the name of the contact, however now it is empty. Also the marketing insights on the contact itself are NOT showing if the contact opened the mail (I tested it).

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jaa 76 on at

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Re: I wanted to open a support ticket and saw that this is an ongoing issue. Microsoft declared it in an service status update under "Users may observe interactions that appear to be from anonymous end users in Dynamics 365 Customer Insights – Journeys". Hopefully a fix is coming soon.

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FLucena 8 on at

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Hi!

I'm having the same issue.

Opened another post here in the community yesterday (https://community.dynamics.com/forums/thread/details/?threadid=2710ff33-9822-ef11-840b-6045bddcb286).

Is there any time frame for the fix?

ThanK you!

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MA-05061525-0 2 on at

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I am having the same issue!

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MikeC282 2,175 on at

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This is beyond annoying.

Even more so that interaction data already sent out cannot be restored meaning click and open stats will remain anonymous for an existing send.

I'm hoping reliability will improve cause this causes huge downward effects for a business.

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